Levels and Escalation
Get The Right Answer
HelpDesk provides an efficient escalation process to keep requests routed to the right technician. Find a resolution to a customer's problems faster and easier.
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Assign technicians to certain their appropriate level. Last resort technicians are assigned for extreme cases to ensure no customer issue is ever overlooked or sent to the wrong technician.
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Define custom levels depending on the skill set of your technicians and the size of your organization. HelpDesk expands with you as you grow.
Priorities and SLA
Measure Your Service
Create a contract between a you and your users that specifies the expected level of support the service you will furnish. Support organizations have adopted the idea of writing a Service Level Agreement so that services for their customers can be measured, justified, and used as a resource to compare.
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An arbitrary number of priorities can be defined to match how your organization operates.
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Your default priority can be set depending on how your users commonly behave. Reduce their workload and your technicians' workload at the same time.
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Define your own SLA times to ensure that you meet your contractual obligations every time. Help Desk will help you dramatically reduce the chance of SLA violation.
Time Tracking
Assign Time To Tasks
Time tracking allows billable time worked by a technician to be attached to a work order. Time can be assigned to specific task types and rate types based on how the project is setup.
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Get a calender view of the time spent on a project. Quickly see when hours have built up and the project time totals.
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Enter time spent on a project with an easy-to-use yet powerful interface. Technicians can count hours, remaining work and keep notes on what they have done.
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The time log lets you see when and how many hours have been assigned to a project. Keep track of what is done on a project so technicians don't duplicate work.